Electrical Service Manager

T&J Companies•Halfmoon, NY

1d•$65,000 - $75,000

About The Position

The Service Manager is responsible for overseeing the day-to-day operations of field technicians within an assigned geographic coverage area. An electrical background with hands-on field experience is mandatory, as this knowledge is critical for providing proper oversight, guidance, and technical support to electrical service technicians.

Requirements

Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Proficient in Microsoft Office Suite (Outlook, Excel, Word, One Drive) or related software
Excellent organizational skills and attention to detail
Basic understanding of clerical procedures and systems such as recordkeeping and filing
Ability to work independently

Nice To Haves

Prior service management or dispatch experience preferred

Responsibilities

Review Schedule & Assignments: Confirm technician dispatch and job priorities.
Team Briefing: Conduct a brief huddle to communicate daily goals and reinforce company best practices.
Check Inventory Needs: Ensure technicians have the required parts, tools, and materials for scheduled jobs.
Monitor Job Progress: Track completion status, address delays, and reassign resources as needed.
Customer Updates: Proactively update customers regarding arrival times, delays, or changes.
Support Technicians: Resolve technical, logistical, or operational issues promptly.
Assistant Service Managers: Provide necessary information to support accurate proposal development and submission to clients.
Review Incomplete Work Orders: Identify outstanding needs (parts, labor, scheduling) and take corrective action.
Vendor Coordination: Submit pricing and availability requests to parts vendors.
Quality Control: Spot-check completed jobs to ensure compliance with company standards.
Acknowledge Quickly – Respond to the customer within 15 minutes of escalation.
Gather Facts – Review work order details, technician notes, and customer feedback.
Assess Impact – Determine urgency (safety, compliance, customer satisfaction).
Deploy Resources – Assign senior tech or additional support immediately if needed.
Communicate Resolution Plan – Inform customer of next steps and timeline.
Follow Up – Confirm completion and update VP of Operations if high-impact.
Handle Escalations:
Update System: Ensure job statuses, notes, and billing details are accurate in the service software.
Review KPIs: Jobs completed, first-time fix rate, and any missed appointments.
Review Tomorrow’s Schedule: Confirm staffing and resource allocation.
Communicate Summary: Send a brief report to VP of Operations on performance and issues.